Carter Jonas - The Marque Cambridge , Cambridge , CB2
Established in 1855 with 38 offices across the country including 13 in central London, our expert sales, lettings and new homes teams are best placed to advise sellers, buyers, landlords, tenants and developers on all their property requirements.
By : 'M' Services : Letting( As a Tenant ) Rent PCM : £1250 Would you recommend ? : No Postcode : CB5
11 May 2023
People found this helpful2
I had a very bad experience as a tenant through CJ. I rented a flat through this office for more than 5 years. I had serious issues with both the flooring (tiles peeling off, looking ugly with a risk of harming our feet) and also with the parking ceiling constantly dripping some strange liquid. I... Read Full Review
Services : Letting( As a Tenant )Date: 11th May 2023
I had a very bad experience as a tenant through CJ. I rented a flat through this office for more than 5 years. I had serious issues with both the flooring (tiles peeling off, looking ugly with a risk of harming our feet) and also with the parking ceiling constantly dripping some strange liquid. I kept reporting these issues to CJ but to receive nothing other than useless evaluation visits, unfulfilled promises to fix, and later a very cheap fix for only the tiles that made things look even worse.
I would have tolerated all the above (as I’m generally a chilled person!), however, what made extremely unsatisfied with the treatment of these people is seeing their extremely unpractical process and disgusting double standards as I was checking out from the flat. As part of checking out, I was required to hire a professional cleaning company to clean the flat, which I did happily. Strangely, when I offered them to take a look at the flat before I leave, they said they cannot do that “because I’m still a tenant” so they can only check after I leave. A few days after I left, they came back to me with saying that they are not happy with some details of the cleaning including a list that chases some microscopic limescale here and there. What’s annoying was not only that their “high standards” suddenly showed up (after years of ignoring my serious maintenance issues), but also that they did not allow me to deal with the issues my self “as I’m no longer tenant”. So, facing bureaucracy in its most stupid form possible, I had no option other than going through dozens of emails between the cleaning company and the team of CJ to arrange a re-cleaning. You would think that would solve the issue, right?! No, because CJ don’t care about your time and haven’t even checked that the re-cleaning is done to their “standards”. Finally, I was left with no other option than paying CJ an extra to hire their own cleaning service to make sure that it’s done to their satisfaction.
What is further annoying is that through the torturous communication with CJ team on the matter, I tried to reach out to some of their managers as the treatment seemed very unfair and illogical (I haven’t faced something like this throughout my 8 years stay in the UK), but all I received from the managers were robotic careless answers that we are extremely busy and we don’t have the time to pick a call. So, at the end, I felt that it was indeed disgusting how disrespectful people can be when they think they don’t have to treat you well. They show you extreme care when you are paying, but they’re not willing to speak for 5 minutes when you’re checking out.
I would avoid dealing with these people as a tenant at any cost.
*I included examples of the
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Absolutely terribleContacted ...
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1 Star Review
By : 'Martin' Services : Sales( Prospective Vendor/Buyer ) Would you recommend ? : No Postcode : NN6
25 Jun 2021
People found this helpful1
Absolutely terrible
Contacted on 4 occasions regarding a property with no response
Not even a return phone call
Would never use this company for any of My business
1 star is too good for... Read Full Review
Services : Sales( Prospective Vendor/Buyer )Date: 25th Jun 2021
Absolutely terrible Contacted on 4 occasions regarding a property with no response Not even a return phone call Would never use this company for any of My business 1 star is too good for them
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Unprofessional company. They ...
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1 Star Review
By : 'Peymans' Services : Letting( As a Owner ) Would you recommend ? : No Postcode : CB2
6 Aug 2020
People found this helpful0
Unprofessional company.
They refused to conduct valuations for us. Firstly, they said our staff has fallen sick. After two weeks I asked them again, they said please find someone else as we cant help you with the valuations. We never got a proper answer to why they couldn't conduct the... Read Full Review
Services : Letting( As a Owner )Date: 5th Aug 2020
Unprofessional company.
They refused to conduct valuations for us. Firstly, they said our staff has fallen sick. After two weeks I asked them again, they said please find someone else as we cant help you with the valuations. We never got a proper answer to why they couldn't conduct the valuations for us!
Its a time waste to deal with Carter Jonas, they are not helpful.
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Having worked with Carter ...
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4 Star Review
By : 'N' Services : Letting( As a Owner ) Would you recommend ? : Yes Postcode : CB5
31 Mar 2020
People found this helpful0
Having worked with Carter Jonas for seven years, I was confident that they would find a tenant for me but then we found ourselves amidst the pandemic. Needless to say, it was difficult; but Livia Neal persisted and then pulled it off just as the government started telling us not to move house. She... Read Full Review
N James [do not publish this] said about Carter Jonas
Services : Letting( As a Owner )Date: 30th Mar 2020
Having worked with Carter Jonas for seven years, I was confident that they would find a tenant for me but then we found ourselves amidst the pandemic. Needless to say, it was difficult; but Livia Neal persisted and then pulled it off just as the government started telling us not to move house. She deserves to be well pleased with herself. I am certainly impressed as well as grateful!
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No I will not take ...
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1 Star Review
By : 'Nora' Services : Letting( As a Tenant ) Rent PCM : £1200 Would you recommend ? : No Postcode : CB4
2 Mar 2020
People found this helpful0
No I will not take responsibility for what my agents said
We've been asking about procedures for early termination since we viewed our property and verbally informed by multiple agents that we would just be able to leave, providing we give three weeks' notice. When we gave notice, a... Read Full Review
Services : Letting( As a Tenant )Date: 2nd Mar 2020
No I will not take responsibility for what my agents said
We've been asking about procedures for early termination since we viewed our property and verbally informed by multiple agents that we would just be able to leave, providing we give three weeks' notice. When we gave notice, a huge drama ensued and very different demands to what had been explained to us before.
I have now just come off the phone with a partner of Carter Jonas The Marque Cambridge office: when I mentioned the contradictory information we were given before and after we handed in notice, he refused to take responsibility for his staff's misleading representation.
Moreover, no documentation in support of Carter Jonas' version of the 'early termination agreement' can be produced. Not on the contract nor from a governing body.
We were treated professionally and pleasantly before handing in notice. That all feels like a lie now that we are following through with the handing in of our notice - especially given the completely false information about leaving the property.
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Students ...
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1 Star Review
By : 'G' Services : Letting( As a Tenant ) Rent PCM : £2300 Would you recommend ? : No Postcode : CB1
14 Feb 2020
People found this helpful1
Would give 0 stars if I could, this estate agent exploits students by charging through the roof for absolutely everything, and provides the worst service I've ever experienced, from ignoring messages to refusing to correctly return the deposit to each tenant. There is an exit fee written into ... Read Full Review
Services : Letting( As a Tenant )Date: 14th Feb 2020
Would give 0 stars if I could, this estate agent exploits students by charging through the roof for absolutely everything, and provides the worst service I've ever experienced, from ignoring messages to refusing to correctly return the deposit to each tenant. There is an exit fee written into the contract even if you leave at the end of the tenancy which is a blatant scam as of course you have to leave at the end of the tenancy! A mould problem was simply painted over before the tenancy began, so obviously the mould reappeared and tenants were charged for this. If you are a student avoid as they charge professional prices without providing professional service.
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Incredibly incapable letting ...
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1 Star Review
By : 'Albigino' Services : Letting( As a Tenant ) Would you recommend ? : No Postcode : CB
1 Jun 2019
People found this helpful1
No tenancy agreement was given after moving into property. After we asked for this they spent weeks "looking for it on an old system". In the end they wrote a new one for us with completely the wrong dates on it.
We paid a three hounded pound agency fee to move in and the... Read Full Review
Services : Letting( As a Tenant )Date: 31st May 2019
No tenancy agreement was given after moving into property. After we asked for this they spent weeks "looking for it on an old system". In the end they wrote a new one for us with completely the wrong dates on it.
We paid a three hounded pound agency fee to move in and the landlord wants the property back after just 8 months
We asked for a number of maintenance issues to be fixed left over from the previous tenants and they seem completely incapable of replying to emails.
Almost laughable how poorly they've managed the property.
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Very Unprofessional.Do not ...
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1 Star Review
By : 'Albert' Services : Letting( As a Tenant ) Rent PCM : £1950 Would you recommend ? : Yes Postcode : CB5
21 May 2019
People found this helpful5
We were renting in Cambridge. When we received the property was quite dirty and the walls were quite damaged by the previous occupants. We reported this before the move but this was not resolved. We could not do anything about it as we needed to move on a given date and decided to go ahead and get... Read Full Review
Services : Letting( As a Tenant )Date: 20th May 2019
We were renting in Cambridge. When we received the property was quite dirty and the walls were quite damaged by the previous occupants. We reported this before the move but this was not resolved. We could not do anything about it as we needed to move on a given date and decided to go ahead and get things cleaned once we moved into the property. We strongly believe that carpets and walls are much cleaner now and in a much better state than when the property.
We now have vacated the property weeks ago and Carter Jonas is still holding our deposits in relation to the state of the Carpets and Walls and has not addressed our request to get this resolved.
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Amazing ...
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5 Star Review
By : 'Cyndy' Services : Letting( As a Owner ) Would you recommend ? : Yes Postcode : CB
14 Feb 2019
People found this helpful0
Since joining Carter Jonas for letting our properties Paluine has been there for us when ever we need her. She is an amazing Lady, always helpful and always a pleasure to talk to. She goes far beyond the call of duty and nothing is every too much for... Read Full Review
Services : Letting( As a Owner )Date: 14th Feb 2019
Since joining Carter Jonas for letting our properties Paluine has been there for us when ever we need her. She is an amazing Lady, always helpful and always a pleasure to talk to. She goes far beyond the call of duty and nothing is every too much for her.
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Professional and ...
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5 Star Review
By : 'Karly' Services : Letting( As a Tenant ) Rent PCM : £1300 Would you recommend ? : Yes Postcode : CB42
17 Dec 2018
People found this helpful0
From start to finish this agency has always been responsive, helpful and professional. As tenants moving from overseas they made whole process a lot easier, going above and beyond to help. We always felt supported and listened to. I would absolutely... Read Full Review
Comments on Agent Fees
I’m not sure how their fees compare to other agents but it was always clear and easy to make payments. They were very diligent agents so I was happy to pay for their services.
Services : Letting( As a Tenant )Date: 17th Dec 2018
From start to finish this agency has always been responsive, helpful and professional. As tenants moving from overseas they made whole process a lot easier, going above and beyond to help. We always felt supported and listened to. I would absolutely recommend!
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Highly professional and ...
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5 Star Review
By : 'Clive' Services : Letting( As a Owner ) Rent PCM : £2 Would you recommend ? : Yes Postcode : CB2
27 Nov 2018
People found this helpful0
I put our flat up for rent and Carta Jonas Cambridge were extremely impressive in coming round to view the property (Steph came within 90 minutes of me ringing them). A very good tenant was found within a few days, and Emilia has been exceptional in her professionalism in preparing documents... Read Full Review
Services : Letting( As a Owner )Date: 27th Nov 2018
I put our flat up for rent and Carta Jonas Cambridge were extremely impressive in coming round to view the property (Steph came within 90 minutes of me ringing them). A very good tenant was found within a few days, and Emilia has been exceptional in her professionalism in preparing documents quickly so that the prospective tenant can move in the same week. also whenever I call Emilia for information or advice, she is most helpful and supportive.
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We would like to take this ...
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5 Star Review
By : 'Joanne' Services : Letting( As a Tenant ) Rent PCM : £750 Would you recommend ? : Yes Postcode : CB30
27 Jul 2017
People found this helpful0
We would like to take this opportunity to provide a review to recommend Pauline McKinven, Associate with Carter Jonas LLP in Cambridge UK (141 Hills Road), to any prospective tenants looking for a property to let. My partner and I rented a house in Cambridge UK from Carter Jonas in 2016. Pauline... Read Full Review
Services : Letting( As a Tenant )Date: 26th Jul 2017
We would like to take this opportunity to provide a review to recommend Pauline McKinven, Associate with Carter Jonas LLP in Cambridge UK (141 Hills Road), to any prospective tenants looking for a property to let. My partner and I rented a house in Cambridge UK from Carter Jonas in 2016. Pauline was our Property Manager. Our experience with Pauline was very positive in that she was very professional, friendly and a good communicator. She was understanding of the needs of the tenant, and we felt, balanced well her dealings between the tenant and the landlord in fulfilling all of our needs. Additionally, she facilitated the undertaking of maintenance requests promptly and was very good to deal with. Further, at the end of the tenancy, which can be a stressful time for all concerned, the process was straightforward and the refund of monies was prompt. Pauline was also willing to be a referee for us for our next place, which contributed significantly to us being offered a rental in another part of the UK. Pauline was a pleasure to deal with and we would certainly look to use her as our Property Agent in future if we ever returned to Cambridge, due to her professional and accommodating approach. Thanks to Pauline and other Carter Jonas LLP staff for a satisfying tenant experience!
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My family and I had a very ...
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1 Star Review
By : 'Very' Services : Letting( As a Tenant ) Rent PCM : £1350 Would you recommend ? : No Postcode : CB22
29 Jun 2017
People found this helpful8
My family and I had a very difficult landlord to deal with who constantly invaded our privacy and harassed us. We had to involve police several times. Carter Jonas did nothing to protect or support the tenants, although fully aware of the psychological damage caused, especially to our young... Read Full Review
Comments on Agent Fees
In the list of all we had to experience the price was too high, both financially and emotionally.
Services : Letting( As a Tenant )Date: 28th Jun 2017
My family and I had a very difficult landlord to deal with who constantly invaded our privacy and harassed us. We had to involve police several times. Carter Jonas did nothing to protect or support the tenants, although fully aware of the psychological damage caused, especially to our young children. We were not able to use the garden we had paid for. There was no compensation offered and in the end when moving out they did not support us when landlord made up stories to milk even more money from us! Appalling service and left us in unsafe and damaging situation and did nothing to solve the situation. Agencies are supposed to check the properties they rent fully and not use unsuitable and unstable landlords who have a history of treating their tenents badly! It seems they care only for those with money, so... if you're working class, please don't waste your time renting with them.
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go somewhere else! the worst ...
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1 Star Review
By : 'dede' Services : Letting( As a Tenant ) Would you recommend ? : No Postcode : CB1
13 Jun 2017
People found this helpful9
go somewhere else! the worst experience ever!!!! they care only about the money and leave you with a lot of problems to solve! they don't even know what customer service is about!! I will never suggest Carter jonas to... Read Full Review
Services : Letting( As a Tenant )Date: 12th Jun 2017
go somewhere else! the worst experience ever!!!! they care only about the money and leave you with a lot of problems to solve! they don't even know what customer service is about!! I will never suggest Carter jonas to anyone.
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I WOULDN'T EVEN RATE 1 ...
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1 Star Review
By : 'Swan' Services : Letting( As a Tenant ) Would you recommend ? : No Postcode : PE24
17 May 2017
People found this helpful7
I WOULDN'T EVEN RATE 1 STAR!!!
Rented a property with Carter Jonas for 12 months and upon our arrival were left to live without an oven and washing machine for a month. There was no hot water for over a week, rancid mold underneath the taps, a broken extractor fan that was taken away from the... Read Full Review
Comments on Agent Fees
ABSOLUTELY HORRENDOUS!!!!!
£480 for referencing and application fees!!!
Services : Letting( As a Tenant )Date: 16th May 2017
I WOULDN'T EVEN RATE 1 STAR!!! Rented a property with Carter Jonas for 12 months and upon our arrival were left to live without an oven and washing machine for a month. There was no hot water for over a week, rancid mold underneath the taps, a broken extractor fan that was taken away from the property and never returned throughout our entire tenancy. No compensation was given/no money was deducted from our rent, yet Carter Jonas think that charging nearly �100 for cleaning at the end of our tenancy for water stains in the bathroom is fair considering we left the property in a far better condition that its original state!! The property was supposedly professionally cleaned before our arrival, yet when having our carpet cleaned at the end of tenancy (required), the cleaner miraculously removed old stains that were there at the start of our tenancy. I must add the extortionate fee you have to pay to leave a property- close to �150 for someone to come to the property and tick a few boxes. AVOID AT ALL COSTS!!! Inconsiderate staff trying to make as much money out of you as possible!!!!
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Excellent service throughout ...
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5 Star Review
By : 'pippaC' Services : Letting( As a Owner ) Rent PCM : £825 Would you recommend ? : Yes Postcode : CB5
17 Jan 2017
People found this helpful1
Excellent service throughout the exit of old tenant and appointment of new tenants. Special thanks to Kirstie Watts who has kept me, as landlady, communicated throughout the process. Thanks and well done to all the Carter Jonas Residential lettings... Read Full Review
Services : Letting( As a Owner )Date: 17th Jan 2017
Excellent service throughout the exit of old tenant and appointment of new tenants. Special thanks to Kirstie Watts who has kept me, as landlady, communicated throughout the process. Thanks and well done to all the Carter Jonas Residential lettings Team.
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Absolutely brilliant service ...
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5 Star Review
By : 'Adriano' Services : Letting( As a Tenant ) Would you recommend ? : Yes Postcode : CB1
16 Nov 2016
People found this helpful0
Absolutely brilliant service and lovely people is a shame I have too move with another agency I love the staff at Carter Jones defenitly I recommend them 10out of 10... Read Full Review
Services : Letting( As a Tenant )Date: 16th Nov 2016
Absolutely brilliant service and lovely people is a shame I have too move with another agency I love the staff at Carter Jones defenitly I recommend them 10out of 10 score
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I have been supported by Ann ...
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5 Star Review
By : 'Eric' Services : Letting( As a Tenant ) Rent PCM : £2 Would you recommend ? : Yes Postcode : CB2
13 Nov 2016
People found this helpful0
I have been supported by Ann Kessell and Robyn Edwards as a tenant and must say that I have been very impressed by the professionalism, customer centricity and objective fairness displayed and performed by Robyn and Ann in particular. As a current property owner and future landlord, I intend to... Read Full Review
Services : Letting( As a Tenant )Date: 13th Nov 2016
I have been supported by Ann Kessell and Robyn Edwards as a tenant and must say that I have been very impressed by the professionalism, customer centricity and objective fairness displayed and performed by Robyn and Ann in particular. As a current property owner and future landlord, I intend to use the services of Carter Jonas personally and would strongly recommend them either as a tenant or landlord. Kind regards, Eric Rivard.
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Jacob has been extremely ...
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5 Star Review
By : 'Em' Services : Letting( As a Tenant ) Rent PCM : £1175 Would you recommend ? : Yes Postcode : CB5
17 Oct 2016
People found this helpful0
Jacob has been extremely helpful throughout, from signing the house to moving in. We experienced quite a lot of last minute trouble with paper work and such but with his patient and calm manner we were able to get it all sorted quickly and efficiently. We had an awful experience with our last... Read Full Review
Services : Letting( As a Tenant )Date: 16th Oct 2016
Jacob has been extremely helpful throughout, from signing the house to moving in. We experienced quite a lot of last minute trouble with paper work and such but with his patient and calm manner we were able to get it all sorted quickly and efficiently. We had an awful experience with our last letting agent and so it was a nice relief to have someone who would help make our lives easier as we are very new to all this. He is a credit to Carter Jonas and I would highly recommend the company to anyone.
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Jake was brilliant! He was ...
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5 Star Review
By : 'Geeta' Services : Letting( As a Tenant ) Would you recommend ? : Yes Postcode : CB3
7 Oct 2016
People found this helpful0
Jake was brilliant! He was very professional and went the extra mile to assist. Well done to Carter Jonas for having such an excellent staff member on the... Read Full Review
Services : Letting( As a Tenant )Date: 6th Oct 2016
Jake was brilliant! He was very professional and went the extra mile to assist. Well done to Carter Jonas for having such an excellent staff member on the team!
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Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
COMPLAINTS PROCEDURE
FOR MATTERS RELATING TO LETTINGS OR RESIDENTIAL SALES
Carter Jonas is committed to providing a professional service to all clients and customers and if something goes
wrong we need to know about it.
If you have a complaint that you have been unable to resolve satisfactorily with your local Carter Jonas office
please write to us giving as much detail as possible.
By email to complaints@carterjonas.co.uk
Or/
By post to Carter Jonas Compliance, 51 Northbrook Street, Newbury. RG18 9QT
We will always endeavour to deal with any complaint as quickly as possible however you should be aware that we
have up to eight weeks to consider the matter. If we have not resolved it within this time you may refer your
complaint to the Property Ombudsman, details below.
So that you know what to expect we have summarised the typical stages of reviewing a complaint.
Acknowledgement ? You will receive an acknowledgement that we have received your complaint
within 3 working days.
Investigation ? We will investigate the circumstances of your complaint and discuss with the
local Office where appropriate.
Findings ? We will provide a written summary of our findings within 15 working days of
sending you the acknowledgement letter.
Review ? If you wish to comment or request a further review you should contact us
again.
Final response ? We will then have 15 working days to complete our review at which time we
will send you a final written viewpoint on the matter.
If you are dissatisfied with this conclusion or any aspect of our handling of your complaint you may refer it to The
Property Ombudsman (TPOS) to request an independent review. Such a referral must be made within 12 months
of our final review letter.
You may write to The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire. SP1 2BP
(www.tpos.co.uk). Our registration number with TPOS is R00346.
Last updated at 1/25/2018, 6:58:19 AM by allAgents